基于模糊层次分析法的物流服务质量评价体系构建——以车货匹配平台为例

Construction of Logistics Service Quality Evaluation System Based on Fuzzy Analytic Hierarchy Process :Take the Vehicle Matching Platform as an Example

随着车货匹配平台大量的涌现和广泛应用,对其服务质量进行科学评价是亟待解决的问题,本文将直接影响消费者的感知物流服务质量前置限定因素分为个性化信息化服务质量、后勤保障中心服务质量、物流过程服务质量,服务失误补救质量,构建了科学、系统的基础性研究框架及规范,并运用层次分析法及模糊评价法以现有平台为调研对象进行实体分析,为当前评价和改进平台服务质量提供了借鉴和参考。

With the emergence and wide application of the vehicle matching platform, the scientific evaluation of its service quality is an urgent problem to be solved. This paper will directly affect consumers＇ perceived logistics service quality pre-qualification factors,including personalized information service quality, logistics support center service quality, logistics process service quality, service failure recovery quality, construction of the basic research framework and norms of science and system, and using the analytic hierarchy process（AHP） and fuzzy evaluation method to carry out entity analysis on the existing platform as the research object, providing reference and reference for current evaluation and improvement of platform service quality.